TextIt Updates: Week of March 20th

Each week we highlight new articles and changes to TextIt, as well as tips intended to help you get the most out of your app:

Update

  • We shipped some changes that will populate incoming MMS messages with the URL of the media sent via MMS. This may be particularly useful for those using Twilio channels. 

Tips

  • Those looking for a reliable aggregator in Indonesia may consider Dart Media or Text Magic. We're happy to facilitate integration; contact us to learn more about the process. 
  • Download the flow Time Conversion to learn how you can convert TextIt's default 24 hour time values to 12 hour time values.
  • You can delete contacts in bulk by placing the contacts whom you'd like to delete in a group via a flow, then using the API Explorer (specifically, the 'Delete Contacts' request) to delete all contacts in that group. This will delete each contact's history as well. 

Follow us on Twitter to interact with a chat application built with TextIt, or create a free account to build your own. You'll be sending messages in minutes! Get in touch anytime with any questions, comments, or suggestions.

TextIt Updates: Week of March 13th

Each week we highlight new articles and changes to the platform, as well as tips intended to help you get the most out of TextIt:

Updates

  • Twilio, our recommended SMS and voice channel in most countries, recently optimized its platform to accommodate programmatic SMS messaging at scale. Learn how you can take advantage of this exciting new feature (link). 
  • The Kapita Community Savings and Investment Promotion cooperative (COMSIP), a Malawi-based public works project funded by the World Bank Groupe, uses TextIt to registar prospective participants and accept monthly financial reports (link). 
  • Our friends at UNICEF are compiling a Flow Repository comprising flows for various aid and development use cases. Add them to your account to see what's possible (link). 

Tips 

  • Those sending messages via a Twilio channel should be aware of Twilio's keyword recognition system. Check out this article for suggestions on how to track opt-outs and segment them appropriately (link). 
  • If you're using Google Chrome, make sure to update your version before logging-in to your TextIt account (link). Current version is 49.0.2623.95 (Platform version: 7834.60.0). 
  • Our friends at UNICEF published an insightful tutorial on merging contact and flow exports (link). 

Follow us on Twitter to interact with a chat application built with TextIt, or create a free account to build your own. You'll be sending messages in minutes! Get in touch anytime with any questions, comments, or suggestions. 

Feature Update: Improve SMS Delivery with a Twilio Messaging Service

Twilio, our recommended SMS and voice channel in most countries, recently optimized its platform to accommodate programmatic SMS messaging at scale. This upgrade allows for the creation of a messaging service, which enables you to dedicate multiple local Twilio numbers to a single TextIt channel, and improve SMS delivery with phone number intelligence via the new Copilot features available in your Account Portal.  

Phone Number Intelligence

Twilio Copilot's phone number intelligence allows you to rely on Twilio backend logic to select the best phone number for every message. Whether it's using multiple numbers to send high volume messages or the same local recognizable number for each person to increase response rate, the aim is to remove the burden of carrier routing and regulations from the user through four dynamic features:

  • Scaler - distribute messages across a group of phone numbers to reach large audiences in a short amount of time.
  • Geo-Match - create a local experience by automatically using local phone numbers that match country and area codes to your end-user's personal number.
  • Sticky-Sender - send messages with the same recognizable phone number to create a consistent experience and maintain conversation history.
  • Reroute - if you're using a short code, you Twilio will automatically revert to standard long-code phone numbers when a carrier is unable to receive messages from short codes.

Channel Relationships

Twilio's Geo-Match and Sticky-Sender features ensure that the relationships between your phone numbers and contacts remain constant from your first broadcast. 

When multiple channels of the same type are connected to your TextIt account, the channel that the contact last messaged will be prioritized. Contacts can be locked-in to a relationship with a specific channel (they'll only received messages from this channel). Geo-Match and Sticky-Sender ensure that even if your contact sends a message to the wrong channel, they'll always receive a response from the same number. 

Content Intelligence

Messages with special characters or attachments can be lost in transmission due to ever-changing carrier specs. Copilot allows you to automatically format every message to ensure your content stays in tact. These are the features that allow you to do so: 

  • Dynamic Encoding - character encoding is dynamically adjusted per carrier so that double-byte characters and even Emoji are delivered as intended.
  • Outbound Message Concatenation - long outbound messages are automatically segmented and encoded for re-assembly to meet destination carrier requirements.

Adding a Twilio Messaging Service

Follow these instructions to setup your own messaging service and add it to your account: 

1. Login to your Twilio account's Programmable SMS tab and click "Messaging Service":

2. Create a new messaging service: 

3. Give it a name:  

4. In a separate tab, login to your TextIt account, navigate to the Add Channel page, and select "Twilio Messaging Service" option: 

5. Copy your Messaging Service SID from your Twilio portal: 

6. On the "Add Twilio Messaging Service" page, select your country and paste your Messaging Service SID in the appropriate box: 

7. On the next page, copy the the request URL that TextIt provides you: 

8. In your Twilio portal, paste the request URL underneath the "Inbound Settings" header: 

9. Scroll down to the "Copilot Features" header and select the features you'd like to enable for your messaging service: 

10. Scroll back to the top of the page, click the "Numbers" tab, and either add existing numbers or purchase numbers to add to your service. Click "Save" to finish configuring your messaging service: 

You're ready to start sending messages. Start a flow to test out your service. 

Go with the Flow

TextIt is changing the way organizations communicate with customers, beneficiaries, constituents and stakeholders. Whether you're interested in adding an SMS messaging channel to your communication pipeline like WebHelp Groupe, or building chat bot like HigherMe, you're guaranteed to increase engagement and efficacy. 

For Example:

  1. An E-commerce company can use TextIt to improve funnel abandonment by texting discount codes to customers who put something in their cart but don't purchase.
  2. An on-demand company can push text notifications when their delivery is on the way or manage a fleet of workers who won't be on computers but will always have their phones.  
  3. Any company can measure Net Promotor Score or Customer Satisfaction by sending messages that are more likely to be read and responded to than any other form of communication.

Follow us on Twitter to interact with a chat application built with TextIt, or create a free account to build your own. You'll be sending messages in minutes! Get in touch anytime with any questions, comments, or suggestions. 

COMSIP Uses TextIt to Encourage Savings and Promote Investment in Malawi

The Kapita Community Savings and Investment Promotion cooperative (COMSIP), a Malawi-based public works project funded by the World Bank Groupe, uses TextIt to build and maintain SMS applications designed to promote its mission: inculcate a culture of savings and investment in both rural and urban communities to ameliorate the following conditions: 

  • Poverty (those living on under $2/day).
  • Access to affordable business loans.
  • Low female participation in development decisions.
  • Low levels of female entrepreneurship.
  • Poor savings culture.
  • High financial illiteracy.
  • Low youth entrepreneurship.
  • Lack of collaboration for collective bargaining.
  • High levels of energy poverty.
  • High dependency on GMO seeds and inorganic fertilizers.

Until recently, the community of Kapita, Malawi, didn't have access to financial services within a 60km radius. COMSIP, a cooperative bank, was established to enable members of this community and others to purchase shares and take up to 3 times the value of their investment as a loan for agricultural or business purposes.

Using TextIt, COMSIP built a flow that allows prospective participants to both register for COMSIP and submit monthly financial reports via SMS.

Registration Flow

Once a respondent starts the registration flow, they're asked a series of questions that include:

  • the registrant's name.
  • the registrant's district.
  • the registrant's traditional authority.
  • the registrant's cooperative name.
  • the number of males and females in the registrant's cooperative.
  • the registrant's cooperative's share price. 

The flow then provides a password corresponding to the respondents language preference, Chichewa or English. The registrant's information is then sent to COMSIP coordinators via a Send Email action

Click here to learn more about registration flows, and here to learn how to use flows to provision and evaluate passwords.

Reporting Flow

Respondents can initiate the reporting flow with the keyword 'COMSIP'. Once the flow starrts, they're asked to enter the code they were provided by the registration flow. If they don't have one, they're routed to the registration flow by a Start Another Flow action

If they continue down the reporting flow, respondents are then given the option to submit a report, view their most recent report, or submit feedback for COMSIP

Submitting a Report

If the respondent elects to submit a report, they're asked a series of questions that include: 

  • mandatory savings for the reporting month.
  • voluntary savings for the reporting month.
  • total shares sold in the reporting month.
  • loans taken in the reporting month.
  • total investment in the reporting month, and where.
  • profit made during reporting month.
  • products produced during reporting month.

Each valid response is then saved to the contact's profile and, at the end of the flow, sent to COMSIP coordinators via a Send Email action

Viewing a Recent Report

Respondents who elect to view a recent report are sent a message containing all of their responses from their previous interaction with the app. As these responses are saved to the contact's profile, they can be placed in a message using contact variables: 

Submitting Feedback

Respondents who elect to submit feedback are asked to provide a qualitative response, which is then sent to COMSIP coordinators via a Send Email action. COMSIP coordinators receive the respondent's contact information and feedback. 

Impact to Date

To date, COMSIP has accomplished the following: 

  • the establishment of a democratically-run, registered cooperative.
  • the training and certification of over 180 people in business skills.
  • 200 households have gained access to solar home lighting, cutting costs on kerosene through energy loans that have high repayment rates.
  • over 25 enterprises have received a business loan.
  • the design and incorporation of a mobile credit system to expand COMSIP's capital base for loans.
  • over 40 shareholders and growing.

Go with the Flow

TextIt is changing the way organizations communicate with customers, beneficiaries, constituents and stakeholders. Whether you're interested in adding an SMS messaging channel to your communication pipeline like WebHelp Groupe, or building chat bot like HigherMe, you're guaranteed to increase engagement and efficacy. 

For Example:

  1. An E-commerce company can use TextIt to improve funnel abandonment by texting discount codes to customers who put something in their cart but don't purchase.
  2. An on-demand company can push text notifications when their delivery is on the way or manage a fleet of workers who won't be on computers but will always have their phones.  
  3. Any company can measure Net Promotor Score or Customer Satisfaction by sending messages that are more likely to be read and responded to than any other form of communication.

Follow us on Twitter to interact with a chat application built with TextIt, or create a free account to build your own. You'll be sending messages in minutes! Get in touch anytime with any questions, comments, or suggestions. 

Use Case Spotlight: A. Barr Simpson uses SMS to Automate Service Delivery

Did you know that TextIt can be used to build applications capable of managing an entire organization’s customer-facing communication channels? A. Barr Simpson (A. Barr), a company that installs, services and maintains fountain soda & mixed gas products, has done just that. From customer registration to service requests, A. Barr’s TextIt application handles all customer-facing communication, providing targeted information and distributing requests where appropriate. No customer goes unanswered, and their requests are immediately processed. Best of all, they do so without integration; each flow utilizes TextIt's core features.

A. Barr uses a series of flows to: 

  • provide A. Barr's mailing address and contact information via a keyword.
  • provide a menu that directs customers to the flow that meets their need: signing-up, putting through a product or service request, submitting a question or comment, requesting A. Barr's mailing address, and updating the customer's profile. 
  • register up to 4 businesses for each customer.
  • process product orders and schedule deliveries.
  • process service requests and schedule appointments. 
  • provide delivery notifications one day prior to delivery.
  • process customer questions and comments.
  • provide targeted instructions after a particular products are delivered. 

Building a Menu

As organizations like A. Barr have found, menus are essential to automated messaging and voice applications. Simply build your menu and use the Start Another Flow action to link each category to the appropriate flow. A menu might be triggered by a specific keyword, which can be assigned to a particular group or open to all contacts, or an uncaught message trigger, which starts a flow for any contact who sends a message not handled by a keyword you've already created. It's also a great way to account for miscellaneous messages. 

A. Barr uses an uncaught message trigger to direct contacts to the menu flow and alert an employee of the inquiry. 

Alerting Employees to Customer Actions

A. Barr uses the Send Message to Someone Else and Send Email actions to send product and service requests to employees. Values such as the service request and request time are collected from either flow, then to employees using flow variables

Triaging Service Requests

A. Barr uses a simple RuleSet to understand the severity of the problem. This information is then used to determine response time (ASAP, today, tomorrow, within a week, or during the customer's next scheduled delivery). An employee is alerted of the request and its severity via text message, allowing them to immediately contact the customer. 

Managing Notification Schedules with Campaigns

Onboarding your contacts is important when introducing a TextIt app that supplements or even replaces one of your organization's communication channels. For this reason, A. Barr has set up a campaign containing a single-message flow that follows up with new customers after they've completed their first interaction to remind them of what they can accomplish via the the application.  

They've also setup a campaign that reminds customers of their delivery a day before it's scheduled to occur: 

Go with the Flow

TextIt is changing the way organizations communicate with customers, beneficiaries, constituents and stakeholders. Whether you're interested in adding an SMS messaging channel to your communication pipeline like WebHelp Groupe, or building chat bot like HigherMe, you're guaranteed to increase engagement and efficacy. 

For Example:

  1. An E-commerce company can use TextIt to improve funnel abandonment by texting discount codes to customers who put something in their cart but don't purchase.
  2. An on-demand company can push text notifications when their delivery is on the way or manage a fleet of workers who won't be on computers but will always have their phones.  
  3. Any company can measure Net Promotor Score or Customer Satisfaction by sending messages that are more likely to be read and responded to than any other form of communication.

Follow us on Twitter to interact with a chat application built with TextIt, or create a free account to build your own. You'll be sending messages in minutes! Get in touch anytime with any questions, comments, or suggestions. 

TextIt Updates: Week of February 28th

Each week we highlight new articles and changes to the platform, as well as tips intended to help you get the most out of TextIt:

Updates 

  • This week, we're highlighting a use case backed by a substantial body of research: smoking cessation. It's been found by study after study that advice, reminders and tips sent via text message are just as effective as phone counseling and nicotine replacement therapies. In fact, this meta-analysis of 13 smoking cessation studies found that on average, quit rates for text messaging intervention groups were 36% higher compared to control group quit rates. Sample flow available to download (link). 
  • Learn how you can use flows to automatically create and populate an entire profile for each new contact. In tandem with our use case spotlight, we're demoing an SMS version of the SmokefreeTXT online registration form. SmokefreeTXT a mobile-based smoking cessation intervention designed for teens and adults across the United States. Sample flow and the QuitNowTXT smoking cessation message library are available to download (link). 
  • We've created some Telegram chat bots to demonstrate what's possible with a TextIt/Telegram integration. Search for Purrington, a bot that provides cat facts, and Oxford Wordsly, a bot that tests your English and Spanish vocabulary, to try it out. 

Tips

  • Just like Excel functions, TextIt functions can be called within each other. Here's an example of an OR function being called within an AND function: @(IF(OR(date.yesterday ="03-01-2016", date.tomorrow="03-04-2016"), "either_true", "both_false"))
  • It's possible to search for contacts based on the value of a custom field. Just plug a query into the search bar of your contacts tab, e.g. age>=21Learn more here
  • Did you know it's possible to create flows that send a combination of SMS and Voice messages? Each voice flow contains a Send an SMS Response action: 

Follow us on Twitter to interact with a chat application built with TextIt, or create a free account to build your own. You'll be sending messages in minutes! Get in touch anytime with any questions, comments, or suggestions. 

Creating Mobile Registration Forms with TextIt


Did you know that you can use flows to automatically create and populate an entire profile for each new contact? Some of our largest deployments rely on registration flows to manage both new and returning contacts. They allow apps that are consistently adding contacts via a keyword trigger to scale with ease. 

Use Case

This week, in tandem with our use case spotlight, we're demoing an SMS version of the SmokefreeTXT online registration form. SmokefreeTXT a mobile-based smoking cessation intervention designed for teens and adults across the United States. It was developed with support from the U.S. Department of Health and Human Services, National Institutes of Health, National Cancer Institute, and USA.gov.

SmokefreeTXT's messages are sourced from the QuitNowTXT, a library of smoking cessation intervention messages designed to deliver tips, motivation, encouragement and fact-based information via one-way and two-way messaging formats. QuitNowTXT was developed to be adapted to specific contexts including those outside the United States and in languages other than English. Click the link below to download the QuitNowTXT messaging library: 

Key Components

The easiest and most powerful components of an effective SMS-based registration form are the Update Contact and Add to Group actions.

Update Contact

This action is essential to successfully registering a contact within your TextIt app. It allows you to add pertinent information you've collected from a contact to their profile as a contact field. For example, an app adapting the QuitNowTXT programming might want to add a contact's smoking frequency. First, you'd need to create a RuleSet containing simple response rules that evaluate for each contact's smoking frequency and categorize it accordingly. 

The RuleSet above will produce the flow variable @flow.smoking_frequency (the same value placed in the "Save result as" input). Flow variables are then placed in Update Contact actions to be stored in a contact field on the contact's profile. 

@flow.smoking_frequency.category allows us to reference the category the contact's response was placed in. Once the contact passes through this step, their response will be displayed as an attribute that can be referenced using contact variables

Add to Group

This action can be used to segment contacts based on their responses, response frequency, completion of a flow, and much more. In this case, we're using it to group each contact who has completed the registration flow. 

Give it a Try

We've included a sample registration flow for you to try. Users who’ve purchased credits can download it below:

To import this flow to your account, navigate to your account page, select “Import” from the settings menu in the top right corner, and add the flow:

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Go with the Flow


TextIt is changing the way organizations communicate with customers, beneficiaries, constituents and stakeholders. Whether you're interested in adding an SMS messaging channel to your communication pipeline like WebHelp Groupe, or building chat bot like HigherMe, you're guaranteed to increase engagement and efficacy. 

For Example:

  1. An E-commerce company can use TextIt to improve funnel abandonment by texting discount codes to customers who put something in their cart but don't purchase.
  2. An on-demand company can push text notifications when their delivery is on the way or manage a fleet of workers who won't be on computers but will always have their phones.  
  3. Any company can measure Net Promotor Score or Customer Satisfaction by sending messages that are more likely to be read and responded to than any other form of communication.

Follow us on Twitter to interact with a chat application built with TextIt, or create a free account to build your own. You'll be sending messages in minutes! Get in touch anytime with any questions, comments, or suggestions. 

Use Case Spotlight: Text Messages Improve a Smoker's Odds of Quitting


This week, we're highlighting a use case backed by a substantial body of research: smoking cessation. It's been found by study after study that advice, reminders and tips sent via text message are just as effective as phone counseling and nicotine replacement therapies. In fact, this meta-analysis of 13 smoking cessation studies, published in the Journal of Substance Abuse Treatment, found that on average, quit rates for text messaging intervention groups were 36% higher compared to control group quit rates. These results are significant given the wide reach and low cost of SMS programs built and deployed with TextIt.

The finding that 'text-plus' programs (e.g., text messaging plus web or in-person intervention methods) performed only slightly better than 'text-only' programs is particularly compelling, as it indicates that cost-saving measures may not affect efficacy. 

Results also indicated that message frequency affects quit rates, as fixed schedules performed better than decreasing or variable schedules. This finding falls in line with our own, which influenced the design of TextIt's campaign feature. One of the core tenets of TextIt is to enable the kinds of interactions that have been proven to work most effectively.

Methodology

Most of the SMS-based smoking cessation therapies evaluated by Spohr SA et al used message broadcasts rather than two-way messaging. TextIt supports both approaches to accommodate a variety of programs. 

Interventions conducted using TextIt flows–which enable researchers to collect specific markers and send targeted responses–track two key variables:

  • Craving Level - measured in terms of intensity, e.g. "High, Medium and Low"
  • Mood Status - measured in terms of quality, e.g. "Good, Okay, Bad"

Once a participant indicates their craving level, for example, they receive a message tailored to the intensity they indicated. 


Each time a contact responds, TextIt's Update the Contact actions replace the value the category their response matched (High, Medium or Low; the responses 'High', 'Hi', or 'H' would match the 'High' category, for example) as well as the date and time. 


Those that would like to track the amount of times a contact responds may use the longitudinal approach explained here. Those who are sending flows on a schedule via a campaign may wish to create a separate flow for each checkup, each containing a set of contact fields unique to that day, so that they can see how responses change over time. 

Give it a Try

We've included a flow that contains both cravings and mood messages. Notes are included to explain pieces of the flow. Users who’ve purchased credits can download it below:

To import this flow to your account, navigate to your account page, select “Import” from the settings menu in the top right corner, and add the flow:

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Go with the Flow

TextIt is changing the way organizations communicate with customers, beneficiaries, constituents and stakeholders. Whether you're interested in adding an SMS messaging channel to your communication pipeline like WebHelp Groupe, or building chat bot like HigherMe, you're guaranteed to increase engagement and efficacy. 

For Example:

  1. An E-commerce company can use TextIt to improve funnel abandonment by texting discount codes to customers who put something in their cart but don't purchase.
  2. An on-demand company can push text notifications when their delivery is on the way or manage a fleet of workers who won't be on computers but will always have their phones.  
  3. Any company can measure Net Promotor Score or Customer Satisfaction by sending messages that are more likely to be read and responded to than any other form of communication.

Follow us on Twitter to interact with a chat application built with TextIt, or create a free account to build your own. You'll be sending messages in minutes! Get in touch anytime with any questions, comments, or suggestions. 

TextIt Updates: Week of February 21st

Each week, we highlight new articles and changes to the platform, as well as tips intended to help you get the most out of TextIt:

Updates

[+] We published an article highlighting the City of Boston's Boston Centers for Youth & Families Division of Youth Engagement and Employment's use of TextIt to to power the SMS messaging portion of its communication pipeline. It’s the largest youth employer in Boston, hiring over 4,000 youth annually to work with over 200 community-based organizations, and has been awarded prizes by the Guangzhou Institute for Urban Innovation and US Conference of Mayors for its work participatory budgeting program, Youth Lead the Change (link). 

[+] We published an article highlighting WebHelp's use of TextIt to collect product and customer service feedback via SMS messaging for leading European countries. A flow modeled after their service is included for download (link). 

[+] Our expressions library now supports two additional Excel date functions: @(DAYS()) and @(DATEDIF()):

  • @(DATEDIF("start_date", "end_date", "units")) calculates the number of days, months or years between two dates. Units are abbreviated "D", "M", and "Y". A valid expression would adhere to the following format: @(DATEDIF("02-26-2015", "02-26-2016", "M")). Flow and contact variables containing date values may replace "start_date" and "end_date". 
  •  @(DAYS("end_date", "start_date") returns the number of days between two dates. A valid expression would adhere to the following format: @(DAYS("02-28-2016", "02-28-2015")). Flow and contact variables containing date values may replace "end_date" and "start_date". 

Tips

[+] We recently received an inquiry as to how TextIt can be configured to allow contacts to update their own campaign events. Recall that campaigns allow you to schedule messages and flows around a specific date, such as a registration or purchase date. This account will be deploying voice (IVR) surveys in Northern Nigeria each Monday, Wednesday and Friday, and wanted to know how flows can be used to allow their contacts to change the time at which they'll receive their next call (in case their schedule changes). This is an advanced use case, but easy to learn. Import the file below, 'updating_campaign_events.json', into your account to see how it works. Notes are included to help you along.

[+] To translate messages sent by campaign events, use them to send flows containing translated messages instead of message broadcasts. 

[+] Those using the Nyaruka TextIt Android app to send an receive messages, make sure to enable Airplane Reset mode to ensure your phone stays connected to WiFi even during long periods of inactivity: 

[+] We've received a few inquiries from users who wish to protect their applications with passwords. Import the 'code_validation.json' flow below into your account to learn how to generate passwords and validate them. Note that the attached example generates passwords that are only good for one use. Get in touch if you'd like to learn how to apply your own restrictions to your application. 

[+] Recall that contacts lock into an exclusive relationship with a channel of a particular type once they contact it. This means that if you have multiple channels of the same type connected to your account (such as virtual phone numbers) your contacts will only receive messages from the channel they last contacted. Once they send a message to a different channel, they'll be locked into an exclusive relationship with that channel. Import the file below, 'surface_channels.json', and place contacts in it to create a 'Channel' contact field that contains the address of the channel they last contacted. 

Follow us on Twitter to interact with a chat application built with TextIt, or create a free account to build your own. You'll be sending messages in minutes! Get in touch anytime with any questions, comments, or suggestions. 

WebHelp Uses TextIt to Collect Customer Feedback

Clear, effective feedback is a vital resource for any organization. In fact, customer feedback–a buyer, constituent or beneficiary’s reaction to an organization’s products, services, or policies–has never been more important in a time where agile methodology and user-centered design are ubiquitously employed. Here, the goal is to create a reliable, performant communication pipeline to facilitate an exchange of information that measures the difference between performance expected and performance exhibited.

Effective organizations are just as good at soliciting feedback as they are accepting it. They know that effective feedback has benefits for the giver, the receiver, and the greater organization by creating clear directives that motivate improvement and promote alignment with brand, mission and strategy. They also know that mobile phones and the channels they support–SMS messaging, voice (IVR) and social media–are the most effective ways to solicit feedback with an open rate of 98% and response rate of over 70%.

WebHelp, a global business process outsourcing provider specializing in business process management and customer experience across a range of digital communication channels for companies like Sky, Vodafone and Shop Direct, is one such organization. WebHelp uses TextIt to collect product and customer service feedback via SMS messaging for a number of leading European companies.

How it Works

Each time a customer completes one of WebHelp’s client’s own customer support protocols, they receive an SMS-based workflow from WebHelp’s TextIt account, triggered by our Flow Run API endpoint (test it out on your own account using our API Explorer). The workflow measures both product and customer service satisfaction through a series of simple, well-designed questions. WebHelp then uses tools like BIME to aggregate and analyze the workflow’s results and create a comprehensive report which their clients can use to improve their products and services.

Behind the Process

TextIt’s simple, visual drag-and-drop workflow builder, coupled with its uniquely powerful logic engine, allows experts such as WebHelp to build their own brand of mobile messaging feedback forms in minutes and deploy them instantly.

WebHelp’s surveys are short and direct, consisting of no more than 5 questions. Time-sensitive surveys such as service evaluations have higher completion rates when kept at or below 5 questions. They begin by measuring the customer’s satisfaction with the customer service process as a whole. Next, they determine whether or not the issue was resolved. Finally, they ask the customer for comments to qualify their previous responses:  

At the end of the workflow, each customer’s feedback can be sent via email to your organization’s feedback platform:

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Note that TextIt's WebHook actions and API can also be used to pass customers’ feedback to other web services, like Slack, Zendesk, Woopra, Qualaroo, and much more!  

Give it a Try

Users who’ve purchased credits can download the feedback workflow mentioned in this article below:

To import this flow to your account, navigate to your account page, select “Import” from the settings menu in the top right corner, and add the flow:


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TextIt is changing the way organizations communicate with customers, beneficiaries, constituents and stakeholders. Whether you're interested in adding an SMS messaging channel to your communication pipeline like WebHelp, or building chat bot like HigherMe, you're guaranteed to increase engagement. 

For Example:

  1. An E-commerce company can use TextIt to improve funnel abandonment by texting discount codes to customers who put something in their cart but don't purchase.
  2. An on-demand company can push text notifications when their delivery is on the way or manage a fleet of workers who won't be on computers but will always have their phones.  
  3. Any company can measure Net Promotor Score or Customer Satisfaction by sending messages that are more likely to be read and responded to than any other form of communication.

Follow us on Twitter to interact with a chat application built with TextIt, or create a free account to build your own. You'll be sending messages in minutes! Get in touch anytime with any questions, comments, or suggestions.